Key Takeaways Update to the ConnectWise Integration includes the ability for Reputada to send a request for feedback (RFF) when a ticket’s status is one of several values. A recent update to the ConnectWise Integration includes the ability for multiple “closed” ticket statuses to trigger a request for feedback to be sent. Managed Service Providers often have workflows whereby a ticket may have multiple closed ticket status at various points in the workflow. For example, let’s say a ticket progresses through a workflow to the status “Ticket1.status.closed.A”, when a request for feedback (rff) is triggered in Reputada. Sometime later the …

Key Takeaways: Customer success is influenced with every customer interaction your business has Integrating feedback loops into your work processes is achievable with little to no burden for you or your customers Reputada and ConnectWise™ integrated solution is the catalyst to achieve customer success Allegiant Technology, a leading IT services company in Overland Park, KS, offers business, communications, connectivity and continuity, security and managed IT services. For its customer success program, Bryan Dancer, the company’s CEO, sought a solution to easily integrate with their ConnectWise™ environment. “We work hard to ensure service quality across the company and need to understand …

With Reputada you can collect customer feedback at every touch-point. In this post we explain how to set up an automated process to collect feedback every time you send invoices to your customers. Reputada uses the concept of a Channel to organize feedback. You can use Channels to automate feedback collection when sending invoices. For this use case, you would do the following: Create a Channel named “Feedback On Invoices” (or give it a name that you are comfortable with). Add your customers (to whom you want to send out feedback requests) to the Channel. In the Channel Details section, …

Disney Institute explains the difference between customer experience and customer service in this piece. Start by defining customer experience as the sum of all interactions a customer has with a company. This can include everything from a customer’s initial awareness or discovery of a company, product, or service and progressing through the purchase and use of those products or services. Read the whole thing here.

We are in a business era that is dominated by the customer. Customers have become more demanding. They are not willing to put up with excuses. Forrester Research has an interesting take on customer experience in their 2017 predictions: Today’s customers reward or punish companies based on a single experience — a single moment in time. This behavior was once a Millennial trademark, but it’s now in play for older generations. It has become normal. Forrester refers to our current business climate as “The Age of the Customer.” This is true for B2C business and also true for B2B businesses, …

Lisle, Illinois, December 20, 2016 – Reputada, the leading customer-feedback platform for the business services industry, today announced it has integrated its feedback platform into the ConnectWise ecosystem. The integration allows MSPs to introduce feedback loops at every customer touchpoint across the entire customer lifecycle. Managed service business relationships are long term, however, losing clients unexpectedly has dramatic impacts on a firm’s bottom line. Studies show strong customer relationships can deliver a 23% premium in profitability, and MSPs who are strategic about client satisfaction (CSAT) gain visibility to CSAT across the client portfolio, improve MRR, reduce client churn, and increase …